Every piece is checked and packed by hand in Addis Ababa. If something is not right when it reaches you, we will put it right.
Damaged, faulty or wrong items
If your item arrives damaged or you receive the wrong item, email info@ethiosouvenir.com within 7 days of delivery with your order number and a clear photo. We will arrange a replacement or a full refund at no cost to you.
Please keep the item and its packaging until we reply. We may need them if Ethiopian Post opens an investigation.
How to make a claim
- Email us with your order number.
- Attach clear photos of the item, the damage, and the parcel and packaging.
- We reply within 2 working days with a replacement, a full refund, or instructions if we need the item back. When we ask for a return, we pay the postage.
Refunds
- Approved refunds cover the item price and the shipping you paid.
- We refund to your original payment method within 5 working days of approving your claim. Your bank or PayPal may take a few more days to show it.
- Each piece is handmade, so an identical replacement is not always available. If it is not, we will offer the closest match or a full refund. The choice is yours.
Change of mind
Because every piece is handmade and sent internationally from Addis Ababa, we do not accept returns or exchanges if you change your mind. Please read the description, measurements and photos carefully, and ask us before ordering if anything is unclear.
This policy does not affect your statutory rights.
Cancelling an order
You can cancel for a full refund until your order has been dispatched. Email us with your order number as soon as possible. Once an order has left Addis Ababa it can no longer be cancelled.
Gift deliveries in Addis Ababa
- Flowers and fresh gifts are perishable. Please tell us about any problem on the day of delivery, with a photo.
- If we miss the delivery date you chose, we will deliver as soon as possible or refund you in full.
- If we cannot reach the recipient because the phone number or address given was wrong, we will try again once. Further attempts cannot be refunded.
Lost or late parcels
Worldwide orders are sent by EMS or Parcel post with tracking. If your order has not arrived within 4 weeks of dispatch, contact us. We will trace it with Ethiopian Post and, if it is confirmed lost, send a replacement or refund you in full.
Customs duties and import taxes
Import duties and taxes charged in your country are paid by the recipient and are not refundable by us. If a parcel is refused or not collected and comes back to us, we refund the item price minus the shipping costs.
Custom orders
Custom and large orders follow the terms we agree with you in writing before you pay.
Contact
info@ethiosouvenir.com